Is lazysuzy.com Legit?

BUYER BEWARE: Never received the item we ordered after waiting almost a year, non-existent customer service, avoid! The TL:DR version is that we ordered a chair, and almost a year later, it was never delivered. We contacted them almost 10 times about it, barely received a response back besides “we’re looking into it and will get back to you as soon as we know more”, and just overall had by far the worst experience with any online retailer ever. The full story: We ordered a nice West Elm chair for a too-good-to-be-true price from LazySuzy in September 2022. We were hesitant because it was from an online retailer that we never heard of, but we researched the reviews online and they seemed real and fair, so we went for it. We placed the order, and the money was taken instantly from our credit card. There was mention that it could potentially take some extra time to be delivered, and we were okay with that. It was stated that we would be contacted before the delivery day, but never heard anything from them for well over a month. We contacted them through their chat portal about a status update, and were given a generic response that they would look into our order and get back to us. Another month passed with nothing, so we reached out again. We were informed that it was in the Houston shipping location, and they’ll get back to us with more information soon. I’m sure you see where this going. We never heard back again. On their website, they state “Our team monitors your order throughout its journey and makes sure everything runs smoothly in the background”. This is far from the truth, because after another month passed, we randomly signed into our account to see if there was any activity, and out of nowhere there was finally a delivery date attached to our order. There was never any type of contact or interaction from the LazySuzy team about this. We were skeptical, but actually had some hope. The delivery day came, and the chair never showed up. After the failed delivery, we reached out to their main contact email, and were told they would look into it, even directly reach out to a West Elm associate about it. Then complete silence for weeks. We continued to reach out for several more months, and we only received canned copy-and-paste responses the whole time. There was never any urgency to help us figure out what is going on with our order, and throughout all of this, it was only us reaching out about our order every single time, never them reaching back out to us. This happened back and forth about 10 times, honestly lost track. It was just really poor customer service. As a last-ditch effort, we reached out and messaged their Instagram account about our order, seeing they are active on there with posting about sales and deals, and were told that they are “very sorry for the hassle” and that they “flagged their support team and CEO” about the situation and will get back to us ASAP. Of course, after multiple weeks, we never heard anything. As of now, the status of the order shows that it was delivered on July 14, 2023, so no one at the company is even keeping proper tabs on status orders. On their FAQ page, it also states “In most cases if there is any issue with an item your ordered that requires your attention, we will reach out within one business day.” One business day turned into more than 10 months of us being the sole party to reach out and communicate about our order. We finally gave up and put in for a credit card chargeback. LazySuzy was very bad business. We understand that they work with third-party sellers and don’t have their own shipping warehouse, and that shipping logistics can happen from time to time, but they had an incredibly unresponsive and unhelpful “support team” that kept running us in circles. The lack of communication was unreal. There was no human element to any of our interactions with them whatsoever, felt like we were talking to a chatbot the whole time. Another quote from their website is “We will do our best to work with you and our sellers to make things right if you are not satisfied”. They didn’t remotely try to work with us and not once responded back to our multiple inquiries about even a basic update to our order. Like I said earlier, if the price is too good to be true, then it probably is. Lesson learned. And the chair we ordered is still actively being sold on their site as I type this (for $250 more than we purchased it for….hmmm). I would never support this business again, and if you read this far, then I strongly encourage that you don’t either.